Growing numbers of travelers and significant technological advancements in the travel and hospitality sector compel service providers to stand out from the competition. Current business procedures redefine best practices at all levels of the organization to cater to guest preferences by offering distinctive travel experiences, employing deep learning in hospitality, and trying to boost client loyalty.
The Travel and Hospitality (T&H) industries are adopting modern technology and a high degree of deep learning in hospitality Artificial Intelligence (AI). AI gives travel brands the perfect opportunity to enhance marketing, customer service, and customer experience and increase retention. It is introducing new levels of disruption.
AI in hospitality offers invaluable insights that have yet to be experienced by travel companies and hoteliers before. AI in hospitality uses cognitive learning to perform tasks once performed by humans more effectively, efficiently, and with few, if any, errors. According to seasoned IT decision-makers, AI is a significant changer because it can recognize data patterns and predict customer preferences with greater precision. AI may also predict potential operational concerns based on suggestive data trends and historical experience.
Let us look at the use cases of deep learning in the Hospitality sector:
Data regarding client preferences, purchasing patterns, satisfaction levels, likes, and dislikes get decoded to accomplish personalization from personal/professional networks and other sources. Personalization makes sure the visitor has a good time and guarantees client satisfaction. However, gathering pertinent data from numerous different systems and drawing insightful conclusions presents the biggest problem in this situation.
Chatbot services are intelligent virtual assistants. These chatbots will search the learning database for keywords that match the input and then react. The system will record, process, monitor, and learn about every event around the guest, including environmental elements, with the help of a digitally linked expert.
According to the International Air Transport Association (IATA), there will be 7.2 billion passengers in transit by 2035. It will be challenging to oversee efficient operations with these many passengers. A clever and intelligent system must monitor and evaluate potential departure delays for flight turnaround operations.
Why Predicting passenger movement using ML and predictive analytics can reduce airport crowding.
AI can provide real-time tracking. By examining customer preferences and spending habits, AI in hospitality makes Real-time decisions. Guests interact personally with hotel workers, including concierge, housekeeping, and front desk workers. These employees use the property management system (PMS) and point of sale (PoS), which allow artificial intelligence to reveal the next level of guest services. Integrating the PoS and PMS provides Real-time booking, confirmation, and tracking.
Workflows can incorporate real-time feedback using AI and ML. It may impact how happy visitors are with their accommodations. Guests could also shift to another room should they be dissatisfied.
Back-office automation's primary instrument is robotic process automation (RPA), which can carry out operations that people often handle.
RPA can substitute routine and repetitive tasks.
Customers now prefer to express themselves online due to social media. Hospitality businesses can determine which aspects of their loyalty program draw clients in and which turn them off using AI and ML.
Customer relationship management (CRM) is increasingly more important than ever to engage, attract, and keep customers. CRMs also help businesses increase repeat business, which is 10-15 times less expensive than bringing in new customers or OTA clients. Using CRM software can grow your property's repeat business and maintain an "automated conversation" with your guests throughout their customer journey. It includes providing them with helpful information like weather forecasts for their stay, information about on-site and nearby events, tailored upsells and upgrades based on their value or membership status, etc. The AI-powered CRM solution automates the dialogues with the guest before, during, and after their stay and offers them personalized information, offers, upgrades, and upsells.
AI in hospitality is not futuristic. The use of AI in the hospitality sector is yet in its infancy. The onset of the AI era is disrupting both the front- and back-of-house staff's operations and how customers will soon experience "hospitality."
The hospitality industry requires new types of AI beyond our current technological understanding limits. One prominent example is the creation of the Metaverse, a virtual world that emphasizes social interactions. The Metaverse has the potential to develop into a new booking channel that will provide customers with immersive experiences and enable them to tour rooms and properties even before they reach their destination.
Thomas John is the President & CEO of Calpion Inc. Thomas brings more than three decades of experience in the healthcare RCM & AI industry. He has expertise in strategizing enterprise-level IT solutions using AI & Deep Learning for various organizations, from Fortune 500 to high-scalability startups. Thomas completed the Information Technology in Healthcare leadership program at Harvard T.H. Chan School of Public Health. With a background and professional experience in advanced technologies, he supports our clients in their digital transformation journey for business success. Thomas believes in using the latest advanced technologies like AI to improve businesses for operational excellence.